10 Efficiency Tips for Providing the Best Possible Patient Experience and Making for a Happy Team.

10 Efficiency Tips for Providing the Best Possible Patient Experience and Making for a

Happy Team

And we begin with first impressions

Which would your patient's rather see when they first walk through the door??

Hmmmmmm

Make sure you give a warm and fuzzy feeling

Tip 1 Complete

Make sure the first faces your patients see are friendly and the environment you are offering in your reception area is warm and inviting.

Patients should feel relaxed and at home.

Next is patient intake

By utilizing technologies and sometimes even snail mail, patients should be able to fill out their New Patient paperwork ahead of time.

Upon scheduling appointments, staff should say, “Now prior to your appointment, we need you to go to our website, print and fill out your information. Please bring it with you at the time of your visit.”

Don't assume by age

The elderly population is more web savy than you think. No matter what age, ask if they have access to the internet and are able to fill out their forms ahead of time.

If they say no, and time permits, mail the intake forms and ask that they fill them out at home.

Older patients take more time to fill out forms and should not feel rushed to do so.

Make sure your patients are prepared

Patients must be held responsible. They must present with a photo I.D. And

their insurance card(s). Medication/allergy/surgery lists are also a

requirement. Copayments and referrals are due at the

time of service.

Insurance contracts

Make sure your patients understand that not collecting copayments or having referrals in place, is a violation of the contract you have with your insurance companies.

Educate and inform and they will argue less.

Tip 2 Complete

Hold your patients responsible

Scheduling

Train both back and front office staff to understand patient types and treatment protocols in order to schedule with the utmost efficiency.

Don't just fill up the spaces

Double and triple booking can work well if there is a method to scheduling.

Shadowing the doctor is important for all staff members to understand what is involved in each patient visit.

Appointments can be scheduled accordingly to keep the doctor on time.

Tip 3 Complete

Keep patient flow moving in a positive direction.

Reason coding

Every patient type should have a color/reason/time code.

Examples RFC/Diabetic foot care – 15 min (gray) Wart treatment -15 min (blue) Surgery consult -30 min (light green) Post op -15 min (dark green) New patient – 30 min (yellow) Review MRI- 15 min (maroon)

It makes life easy

By color coding appointments according to reason, staff and doctor are able to quickly look over the schedule and prepare.

This also avoids double booking similar patient types, which keeps the schedule moving on time throughout the day.

Tip 4 complete

Color/reason code everywhere you can!

Be the buffer

Staff members never realized that part of the job description read, “Take the heat for whatever goes wrong in the office.” (Even if you had nothing to do with it).

Patients will complain to front desk about deductibles and copays, back office about how their heel is still killing them after 2 visits and having to park so far away.

So why?

Do they hardly ever complain to the doctor!!

Knowing how to deal is key

Establish coping methods with staff members so everyone is on the same page.

Some tips for dealing with difficult patients include:

Being compassionate and building rapport Letting them know your position Understanding that it is probably more

than the issue at hand.

White lies

When the doctor is late or simply running behind because of a chatty patient, establish consistent “white lies” that keep patients content and take the heat off of the situation.

Make sure the doctor is aware of the “story”

Your explanation to the 9:00 a.m. patient who has not been seen by 9:20 (because the doctor has not arrived) is “I'm sorry the doctor had a complicated surgical case this morning and is running a little late.”

Make sure that the doctor doesn't come in and say “Man, the line at Starbucks was unbelievable today.”

NOT GOOD!

Tip 5 complete

Incorporate effective buffering techniques into your daily routine.

The next one is easy but rarely accomplished

Keep your schedule running on time through preparation, staff training, doctor cooperation, patient education and. . .

Starting your day EARLY!!!! If your first appointment is at 9:00, the

patient should be roomed, evaluated and prepared for the doctor to walk in the room and begin treating at 9:00!

Tip 6 Complete

To keep your schedule running on time, start early!!

Make sure questions are answered

Patients are often inundated with information (especially at their initial visit).

Informational packets and sheets (for Diabetic foot care, stretching, post op) should be utilized whenever possible.

Always ask “Do you have any questions?” before exiting the treatment room.

Involve staff in education

When staff is educated and trained in protocols and treatment plans, they are able to answer questions while the patient is still in the office and after they leave.

This saves the DPM lots of time at the end of the patient day when staff has taken a few moments to answer commonly asked questions for them.

Tip 7 Completed

Make sure patients and team members understand the plan of action.

Respect eachother

No single member of a team is more important than another.

The doctor is the captain,but would not be able to steer the ship and reach the destination without the help of his team.

Staff and doctors need to criticize with care and compliment with vigor.

Never

Criticize another team member in front of patients.

When learning a new skill, make sure proper training takes place before you “go live.”

Teach, show and go. . .

Always

Say thank you at the end of the day. Thank your patients for coming in. Doctors and managers, thank staff for all of

the hard work they have done to keep your patients happy and compliant and making the office a great place to be.

Staff, thank your doctors and managers for allowing you to love what you do.

Tip 8 Complete

You have to give it to get it, so respect eachother!

Set yourself apart from the rest

Your patients have lots of choices when it comes to choosing a facility for their foot and ankle needs.

The entire patient experience begins when they make that call to schedule their appointment.

Make sure your patients can hear you smile through the phone!

Offer what others don't

In the fast paced world of medicine, patients are used to being rushed through offices and not listened to.

Take the time to listen to the stories, bring up past stories or events (by making notes- daughter getting married, etc).

Establish a relationship with your patients that they don't get anywhere else.

The smallest details are remembered

We may have an intake sheet with all of the patients demos, but a simple “Happy Birthday” sometimes makes their day.

Give special “gifts” when occasions like these arise around the time of their visit and make them feel special.

Chocolate feet (not for the diabetics though!)

Referral base

We appreciate the referrals from local docs, BUT

Your existing patients are your best referral source.

Keep track of where your referrals are coming from and thank these patients for trusting you with care of their family and friends.

Tip 9 Complete

Let them know they have chosen wisely

Spread the word

How often do patients come in to your office for RFC with a walking boot?

“What happened Mrs. Smith?”“Well, I fell last week and I went to my

orthopedic doctor. He said that I have a broken metatarsal and he gave me this boot. Oh, I didn't know you did that kind of thing here.”

How will they know if you don't tell them

Make sure your patients are educated as to ALL of the services you provide.

Hang literature around the office re: fractures, warts, ingrown toenails, surgery and more to educate your patient population.

Practice brochures are a great way to discuss the role of a podiatrist as well as to advertise products offered in the convenience of the office.

Tip 10 Completed

Don't miss the boat!

Podiatry is a great place to be!

There is never a shortage of foot and ankle problems in the world.

Everyday we have the opportunity to make our patients feel better and work in an environment that makes us feel good about ourselves.

I feel lucky to be part of such a wonderful profession, and I hope you do too!

Thank you!

Accentuate the positive

In any situation, whether it be a grumpy patient or a co worker in need of help, try and see the silver lining.

Have you ever asked a patient “How are you today” only to hear “My dog died, my blood pressure is up, and my grandkids only come to visit when they want money!”

Try and make them smile. . “But your hair looks great!!”

Tip 8 Complete

Turn that frown upside down!